Jugindro

Seeking an opportunity to integrate and utilize all my skills and abilities in a leading organization, which offers a professional working environment and enables me to grow while meeting the organization's goal. When given an opportunity, I will serve as an asset to your organization.

Sr. Technical Support Officer (TSO - Level 3) at Mphasis an HP Company (2009-03 – 2012-05)

To provide technical chat support for HP Desktops/Notebooks/All-in-One PCs for US/Canada customers. The job involves selling HP products, troubleshooting Operating Systems, Applications, Hardware related issues, Home Networks and Wireless Networking issues.

• Resolve technical queries related to the HP/Compaq Desktop PCs online via Chat and Email support.
• Place Service Orders for peripherals of the HP & Compaq Desktop PCs for the US/Canada customers.
• Revenue generation for HP process to improve the business
• Supporting, guiding & leading fellow team members regarding technical issues related to the process & tools.
• Maintain good service level rates and customer satisfaction with total problem resolution.

Technical Support Engineer at Betsol Software India Pvt. Ltd (2014-10 – 2015-05)

To provide technical support through remote assistance using LogMeIn Rescue for the worked from Employees of our client who are supporting other clients.

• Resolve technical queries face by Client Support Professional (employee)of Arise related to the Login issues/system issues/Ticket status.
• Supported Client applications: Used LogMeIn Rescue to provide remote assistance and Configure VPN, Configure Citrix environment, Configure Vmware, Salesforce, Configure AVAYA IP Agent, etc.
• Supported Client: AT&T, Amazon, Disney, ADT, Intuit, Royal Caribbean, Barnes and Noble, etc.
• Password Reset through application/phone/email escalation.
• Escalate tickets which can't be resolved to higher department or relevant client or Web Team or CRM.
• Create tickets for Client Support Professionals whose technical queries can't get resolved.
• Supporting, guiding & leading fellow team members regarding technical issues related to the process & tools.
• Maintain good service level rates and customer satisfaction with total problem resolution.

Senior Contact Center Associate at DeliverHealth Solutions Pvt. Ltd (2022-07 – 2024-09)

Job role is to provide inbound sales chat support to new and existing Xfinity customers.

• Assist new/existing customers with current online Xfinity offers for Internet, TV, Home Phone, Home Security and Mobile offers.
• Recommend a suitable Internet speed plan, TV plan, Mobile and Home Security plan for new/existing customers according to their usage and entertainment needs.
• Assist existing customers to resolve Internet speed
• Supporting, guiding & leading fellow team members regarding technical issues related to the process & tools.
• Maintain good service level rates and customer satisfaction with total problem resolution.
• Escalated technical or complex issues to the relevant departments when required.
• Managed multiple chats simultaneously while maintaining quality responses.
• Ensured timely follow-ups until customer issues were fully resolved.

BCA (2008)

12th (2004)

10th (2001)